Positive Communication Skills

We do not always come across to other people as we intend and this can lead to misunderstandings, suspiciousness and ultimately the breakdown of relationships. In general, because of the ‘power’ dynamic in supportive relationships, staff are more able to deal with the fallout of miscommunication than service users.

This one day course, designed for front line workers aims to provide learners with insight and skills so as to foster positive and cooperative relationships with service users. There is a strong focus on Person Centred Principles and Assertiveness skills

Learning Objectives:

By the end of this course participants should understand:

• What is meant by the ‘power dynamic’ in the relationship with service users
• The different ways in which ‘power’ is demonstrated
• What it might be like to be on the receiving end of ‘power’
• How ‘power’ and influence can be misused
• How staff could come across as dominating, controlling and patronising
• How communication can be ‘infantalising’
• How the process of ‘disempowerment’ works
• How service users may demonstrate their feelings of disempowerment
• Professional principles that aim to ensure that service users are at the heart
of all interventions
• How the service supports Person Centred principles
(with reference to policy)
• The Person Centred model-a Carl Rogers model
• Life positions-a Transactional Analysis model
• How staff often confuse Assertiveness and Aggression and how this impacts
on service users
• The difference between:
        -Passivity
        -Passive Aggression
        -Aggression
        -Assertiveness
• The characteristics of an Assertive worker
• How to develop more Assertive and respectful relationships with service users
• The importance of explicit contracts in relationships-respecting boundaries
• Respecting the different roles in the relationship
• The range of Assertiveness techniques available. To include:
        -the use of language
        -voice tone
        -volume
        -non verbal communication
• How to make reasonable requests assertively
• How to give and receive ‘positive strokes’
• How to disagree assertively
• What to do if you are concerned about a colleague’s communication

Working methods:

• Tutor presentations
• OHP/PowerPoint
• Word shower method
• Chalk & talk
• Group work
• Pairs and triads work
• Demonstrations
• Role play
• Handouts

CP272/11.9